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Call Centre & Incident Management for Lotus Notes DominoCall Centre & Incident Management provides you with the tools to provide your Help Desk with excellent Customer Service or After Sales service, vital for customer retention. Manage Helpdesk calls efficiently and to the highest standards to maintain service level agreements. Call Centre & Incident Management empowers your Customer Service Help Desk to quickly and easily resolve problems calls and handle call enquiries when they happen. The skills matrix function routes the type of problem to the call handler best suited to resolve the situation. The various report views provide management with the ability to conduct Help Desk costing analysis, provide full audit trails and analyse customer calls by status, handler or by location for example. |
Clear Business Benefits
- Call logging, routing, tracking, escalation & reporting
- Call Categorisation up to 5 levels for type analysis and skills routing
- Call delegation, assignment and reallocation based on problem type, location or skills matrix
- Problem resolution costing analysis
- Various report views - by status, handler, site etc.
- Complete web functionality
- Full audit trail of calls
- Comprehensive reporting facility, view completed calls by reference, company, handler, product etc.
- Export data to MS Excel
- Automatic call reminders, view overdue calls
- Product & problem analysis for quality cost tracking.
Call Centre & Incident Management will enable your business to:
- Provide quality front-line customer service and problem tracking
- Improve response times, empower staff, and meet agreed service level agreements through automatic call prioritisation and escalation
- Ensure consistency in response to common customer problems
- Improve awareness of enquiries, service calls, complaints and other customer calls
- Track and manage customer issues effectively
- Easily share data between different departments
- Conduct quality reporting on customer product issues
- Facilitate liaison between Customer Service and Sales teams.
Typically, ROI is achieved in the first year through time saved searching, tracking & retrieving call data, generating standard documents, logging and allocating calls and re-using materials already written. Product & service improvements can be highlighted from call data. Overall, benefit from improved customer handling, service and responsiveness leading to better customer retention and repeat business.
More Details....  |
| Click the links below for further information on each module... |
Tel: + 44 (0)1159 405000. Fax: +44 (0)1159 405450. Email:
